Sana Benefits - Consent to Telehealth

Consent to Telehealth

Last revised December 20, 2024

Sana Care Consent to Telehealth (the “Consent”)

Sana Care is a modern medical practice that provides care to Sana Benefits, Inc. health plan members aged 18 years and older. We’re a team of doctors, nurse practitioners, physician assistants, care navigators, and health plan experts that deliver highly personalized care (collectively, “Care Team” or “Sana Care Providers“). Not only that, we help guide and navigate the complex healthcare system on behalf of members. We encourage all members to start with us on their healthcare journey.

Even though our practice is entirely online, we operate very similarly to a traditional practice. We serve our patients through an online care platform that allows us to communicate via messaging, video, or audio to address their healthcare needs. While members can create care requests (each a “Care Request”) and message us 24/7, our Care Team will respond during our normal business hours (Monday through Friday, 9am to 5pm CST) (“Care Hours”), usually within an hour. 

Before engaging in our telehealth services (the “Services”), please review and acknowledge the following:

1. What is Telehealth?

Telehealth means using electronic communications, such as asynchronous messaging, store-and-forward (using images or recorded video or audio), real-time two-way video and audio, output data from medical devices, or other online tools to connect with your Care Team. This allows you to have exams, consultations, and treatment from a different location than your Care Team.

When addressing your Care Request, we may use these tools and communication methods to discuss your medical history and health information and conduct a virtual physical exam, as needed. The Services primarily rely on asynchronous communications where legally permitted. 

Important: Telehealth is not for emergencies. If you are having a medical emergency, please call 911 immediately and seek immediate medical treatment.

2. Why Telehealth?

Telehealth makes getting care easier and more convenient. You can receive treatment without needing to travel, wait in a clinic, or expose yourself to others.

3. Possible Benefits of Telehealth

  • Convenient access to care from your location.
  • Timely and efficient consultations.
  • Reduced need for travel or time away from home or work.

4. Possible Risks and Limitations of Telehealth

  • Information transmitted to your Care Team may be insufficient to allow for appropriate medical decision-making or your Care Team may not be able to provide medical treatment for your condition via telehealth, and you may be required to seek alternative care. These limitations may also apply to asynchronous care specifically, and you may be required to utilize synchronous communications or seek alternative care.
  • The inability of your Care Team to conduct certain tests or assess vital signs in person may in some cases prevent or limit the Care Team from diagnosing or treating you or identifying that you need urgent medical care.
  • If you fail to share your complete and accurate medical history, including past conditions, treatments, and allergies (or otherwise withhold information or provide inaccurate information), then adverse treatment, drug interactions, allergic reactions, illness, injury, or even death may occur.
  • Your medical care may be delayed due to technological issues or failures (e.g., internet connectivity issues, Care Request interruptions, etc.).
  • While your Care Team aims to review and respond as soon as possible during Care Hours, there may be delays in communication due to the asynchronous nature of care.
  • While Sana Care employs data security protocols and safeguards to protect your sensitive information, there is nonetheless a risk that your sensitive information, including protected health information, may be breached.
  • Due to the nature of Care Requests and regulatory requirements in some jurisdictions, your treatment options, especially pertaining to the prescribing of certain medications, may be limited.

5. What We Treat

We provide treatment for services within the scope of primary care, including but not limited to:

  • Preventative care: Routine labs, screenings, overall health and wellness counseling.
  • Management of acute conditions: Allergies, upper respiratory infection, nausea, vomiting, cough, sore throat, skin rash, headache, abdominal pain.
  • Management of chronic conditions: Diabetes, hypertension, heart disease, anxiety, depression.

6. What We Do Not Treat

There are certain conditions we cannot treat at Sana Care. These may include:

  • Cancer
  • Autoimmune conditions (RA, UC, SLE, Crohns, Uveitis, etc)
  • HIV/AIDS
  • Organ transplant
  • Oxygen dependence
  • Clotting disorders
  • Significant organ failure
  • Hospice/Palliative care
  • Cardiac/Surgical clearance
  • Abortion and Obstetrical care
  • Other serious medical conditions requiring specialty care or close monitoring with an in-person care provider

We also cannot order or refill prescriptions for certain medications requiring in-person physical examination or specialty consultation for safe management. These may include:

  • Controlled substances (including medications classified as controlled at the state and federal level – ie: Gabapentin, Testosterone, Methylphenidate)
  • Controlled sleep aids (Ambien, Sonata, etc)
  • Insulin pumps for Type I diabetes
  • Immunosuppressive therapy (biologic medications like Infliximab, Methotrexate, Humira, Plaquenil, Imuran, etc)
  • Cancer treatment (including chemotherapy or preventative chemotherapy such as Tamoxifen or radiotherapy)
  • HIV+ treatment
  • Blood thinners (Warfarin, Lovenox, DOACs, Xarelto etc)
  • Compounded GLP-1 medications
  • Oxygen-dependent treatments
  • Medications for post organ transplant
  • Medications if you are currently hospitalized
  • Medications for hospice care
  • Certain injectable medications and infusions for treatment
  • Bio-identical hormones
  • Muscle relaxers
  • Ophthalmic drugs
  • PDE5 inhibitors (Sildenafil/Viagra, etc)
  • Butalbital
  • Other medications prohibited or restricted by applicable law

7. Privacy and Security

  • We use secure, encrypted platforms to protect your personal health information.
  • While we strive to ensure your sensitive information is protected, no system is entirely immune to potential breaches.

8. Consent to Treatment

By accessing the Services, you acknowledge your understanding of and agreement to the following:

  • I have read this Consent to Telehealth carefully, and understand the risks and benefits of utilizing the Services, specifically including the risks and benefits of using telehealth in my medical care and treatment.
  • I give my informed consent to receive medical care and treatment from Sana Care using telehealth (including asynchronous communication methods), and I specifically consent to sharing my medical information electronically with Sana Care Providers or other healthcare practitioners who may be located elsewhere, including outside my state.
  • I understand that while the use of telehealth may provide potential benefits to me, as with any medical care service, no such benefits or specific results can be guaranteed or assured. My condition may not be cured or improved, and in some cases, may get worse.
  • I understand that I have a duty to provide proper identification, and authenticate my identity and my physical location.
  • I understand that I have a duty to answer questions about my health, and medical history honestly and accurately, and to keep all of my health care providers, including my Care Team, up to date on any changes in my health, symptoms, treatments, or medications. I understand further that I may not withhold such information or otherwise provide inaccurate information, as my complete and accurate medical history is crucial to the Care Team’s provision of Services.
  • I understand that I may be directed by the Care Team to use devices such as a thermometer, pulse oximeter, at-home tests, or other peripheral devices to assist in the provision of the Services.
  • I understand that telehealth is ever-evolving and the use of telehealth in my medical care and treatment may include uses of technology not specifically described in this Consent.
  • I understand that there is a risk of technical issues or failures while submitting Care Requests or receiving care from Sana Care, and I agree to hold harmless Sana Care for delays in evaluation or for information lost due to such technical issues or failures.
  • I understand telehealth services may not always be a complete substitute for in-person care, and in some cases, that I may need to seek additional or alternative care to meet my healthcare needs.
  • I understand that Sana Care Providers may be unable to prescribe controlled substances due to federal regulations under the Ryan Haight Act and other state laws and that certain medications may require an in-person evaluation via another provider.
  • I understand that I must confirm that I am located in a state where the Sana Care Provider is licensed to deliver the Services to me. I understand that telehealth services cannot be provided if I am outside certain permissible jurisdictions, and I agree to inform Sana Care of my correct physical location at the time of the time I submit a Care Request, while receiving the Services, or otherwise when prompted.
  • I understand I cannot obtain emergency care through Sana Care and should not use the platform in a medical emergency, and that I should call 911 and seek immediate medical treatment if I am experiencing a medical emergency.

9. Right to Refuse and Withdraw Consent

  • You have the right to refuse, or withdraw your consent to, telehealth services at any time without affecting your right to future care or benefits. Because Sana Care provides exclusively telehealth services, however, refusing or withdrawing your consent to telehealth services may require you to seek in-person care with another provider. Your refusal of, or withdrawal of consent to, telehealth services will not result in the withdrawal of any benefits or care recommendations made prior to such refusal or consent withdrawal.
  • You may withdraw your consent by emailing us at legal@sanabenefits.com

10. Emergency Situations

Telehealth is not suitable for emergencies. If you are experiencing a medical emergency, call 911 or visit the nearest emergency facility. The Services are not designed for acute treatment of severe behavioral crises. In the event you are experiencing emotional distress, you should contact the National Suicide Prevention Hotline: Crisis Text Line at 1-800-273-8255, text 988, or text “Home” to 741-741, to obtain immediate assistance.

11. Acknowledgment and Agreement

For the avoidance of doubt, the terms “Sana Care,” “we,” “us,” or “our(s)” refer to Sana Member Services FL, P.A. and its affiliated entities, and the terms “you, ”“your(s,)” and “I” refer to the individual accessing the Services. By proceeding with the Services, you acknowledge you have read, understood, and agree to the terms outlined above and the following:

This Consent applies to all future Care Requests and all Services received from Sana Care unless and until you withdraw your consent.
Please retain a copy of this consent form for your records.